A case study led by Harry Tulloch, Kitchen Assistant at Hilton London Kensington: An inclusive hospitality workplace

By Denis Sheehan FIH: An inclusive hospitality workplace: a case study led by Harry Tulloch, Kitchen Assistant at Hilton London Kensington.

Hospitality and catering’s seemingly eternal shortage of people has for far too long stifled growth. Even in periods of restrained demand recruitment remains testing, as does retention. As such, insights relating to how to welcome the single largest marginalised community of people willing and able to join our workforce community is not only welcome, but, of critical value to all in our industry.

Such an insight was delivered last year through an interview with Sam Innes, a member of The Waldorf Hilton, London’s Food and Beverage team who has Down Syndrome. Following on from that I interviewed Harry Tulloch, Kitchen Assistant at Hilton London Kensington, as set out below.

To accompany Harry’s views, I also received some wider advice on developing a workplace inclusive of disabled people from Stephen Cassidy, senior vice president and managing director, UK & Ireland, Hilton, and Alison Thwaite, WorkFit employment development manager, at the Down’s Syndrome Association, also below. Enjoy.

How did you secure your job with Hilton?

I secured my job with Hilton through doing work experience in the kitchen of one of Hilton hotels. It gave me the chance to show the Hilton team the skills I had learned at Aurora Foxes Hospitality and Catering College, and I was able to see if I thought the hotel would be a good match for me and I could become part of the team. I absolutely loved doing my work experience and was so happy to be offered a job working at Hilton.

What support are you given in your role?

All the tasks I take on are demonstrated to me and a member of the team does them with me until I am comfortable to carry out tasks independently. The whole team are very helpful and supportive, and the wider hotel company is too.

What training are you provided with? Is it ongoing?

I have continual practical training, followed by putting into practice the skills I have learned. I have regular updates with my manager who is very approachable, and I also do on-line training with full support.

How would you describe the working culture at your workplace?

Professional, friendly and approachable, always providing a great service that we can be proud of for our customers.

What do you most enjoy about your work?

Being part of the Hilton team, learning new skills and having responsibility and a good job just like my sisters.

What are the opportunities to develop your career further within Hilton?

I am always learning new things at Hilton through training and being encouraged by my manager and the team, and I understand that these opportunities will continue with support where needed and independence wherever possible.

What advice would you give to other neurodiverse people who want to also work in hospitality?

I would say do some research and when you find a company (large or small) that you would like to work with try to get a work experience opportunity so you and the company can see how things work practically. It is good to have ongoing transparent discussions so you can share your thoughts on this, for the best outcomes for all involved.

Inclusive Leadership

Stephen’s Advice and Guidance on Hiring Individuals with a Learning Disability

1. Embrace the benefits: Employees with learning disabilities have a huge impact on the workplace. As well as being incredibly loyal, with some of the highest retention rates in our business, the impact on guests and other team members is clear: stronger team morale, higher customer experience scores, creative problem-solving and innovative thinking.

2. Build strategic partnerships: Fear often holds us back, but you don’t have to go it alone. Partnering with specialist organisations is invaluable, providing support with identifying the right roles, training for managers and colleagues, and ongoing guidance – setting your new hires and team up for success.

3. Start small: Build a strong foundation first, get it right and then scale up.

4. Revamp recruitment: Make your hiring process more accessible. Trial placements, familiarisation visits, and involving parents or carers can build confidence and bring out the best in candidates.

5. Implement reasonable adjustments: Small changes – fixed hours, job carving, or extended training make a big difference. Buddy systems and regular check-ins will help address concerns early, supporting new recruits’ development.

6. Focus on abilities: Emphasise strengths and skills rather than limitations, unlocking each individual’s potential. Educate staff to foster a supportive, understanding environment where everyone thrives.

“An inclusive workplace benefits everyone. When we empower people from diverse backgrounds to thrive, we boost morale, increase engagement and drive business success. In our experience, by embracing the unique talents of individuals with learning disabilities, we enrich the lives of everyone. We urge others to take meaningful steps toward inclusivity, ensuring everyone has the opportunity to contribute and succeed.” Stephen Cassidy, senior vice president and managing director, UK & Ireland, Hilton.

Working with Hilton

Alison Thwaite, WorkFit employment development manager, Down’s Syndrome Association told me of the association’s partnership with Hilton: “Thanks to the strong partnership between the Down’s Syndrome Association’s WorkFit programme and Hilton, we have created a number of job opportunities for individuals with Down’s Syndrome, with 37 team members currently in roles across Hilton, ranging from Food & Beverage Assistant to Revenue Administrator.

“Our work together has created an effective talent pipeline for Hilton and raised awareness of the benefits of employing individuals with Down’s Syndrome, demonstrating that reasonable adjustments are often simple, cost-effective, and easily achievable with a flexible approach. The ongoing success of our partnership continues to make a meaningful difference in the lives of many.”

I would like to thank Harry, Stephen and Alison for their combined input to this article, which I hope readers find as illuminating as I do. I would also like to thank Daisy Paton, Senior Account Manager at MHP Group for her time and effort in helping me put this together.

Denis Sheehan FIH, Managing Director, Accessible Hospitality Alliance